Treat customers fairly
Treating Customers Fairly is at the heart of our culture. We provide a bespoke and personalised service to meet the needs of our clients but and most importantly their customers who are at the heart of everything we do. Our face to face service centres around rebuilding relationships by taking the time to understand the individual circumstances of the customer, providing help & guidance with a view to proposing a sustainable and affordable plan which delivers a fair outcome.
Provide a rounded service that delivers benefit to client and customer
Our dedicated and experienced field force are experts in helping customers with day to day budgeting as well as prioritisation of expenditure and debts. This often involves analysis of all secured and unsecured debts, pro rating and as necessary providing the customer with letters to send to their unsecured creditors, advising them of the need to reduce payments in order to satisfy their mortgage and priority obligations. We also focus on maximising income for example through claiming appropriate benefits.
Be professional at all times
The integrity of our field force is very important to us. All of our field agents are subject to rigorous vetting and are selected based on their financial services expertise. When visiting customers homes and properties, our field agents take pride in being polite and courteous and always explain the reason for the visit, which is offered and not enforced, but for their benefit. Offers negotiated should be realistic and achievable taking into account customers circumstances. We will not recommend or sell other services.
Demonstrate flexibility and empathy
Be prepared to visit and interview the customer at a time and, if appropriate, place convenient to them. Understand personal difficulties, including vulnerability, disabilities and circumstances. Ensure that they are communicated to the lender in an appropriate way. Ensure that the customer understands the need to talk to the lender about temporary issues that may require the lender to take a flexible approach to achieve a successful end result.